Product presentation management system and product presentation management program

Abstract

To enable a repair person to know whether or not a display operation for displaying replacement candidate products for a product to be repaired on a terminal device has been performed. [Solution] The product presentation management system is equipped with a processor, which receives information on a presentation operation performed on a terminal device to present candidate replacement products for the product to be repaired on the screen of the terminal device, and displays that a presentation operation has been performed.

Description

[Technical Field]

[0001] The technology disclosed in this application relates to a product presentation management system and a product presentation management program. [Background technology]

[0002] Patent Document 1 describes a malfunction information system in which gas appliances installed in a home are centrally managed by a central control device installed in the kitchen or elsewhere. In the malfunction information system described in Patent Document 1, information about malfunctions that occur in gas appliances is sent to the central control device and then transmitted to a repair service center via the Internet. The repair service center, having received the malfunction information, prepares a work estimate indicating the upper and lower limits of the price of the parts to be replaced and transmits this to the central control device. Furthermore, if it is cheaper, including running costs, to purchase a new model rather than carry out repairs, a replacement estimate is prepared and transmitted to the central control device.

[0003] Patent Document 2 describes a product buying and selling support system and a product buying and selling support method. In the technology described in Patent Document 2, a product seller that sells products has a buy-back guarantee management unit that manages information related to a buy-back guarantee service that a customer has subscribed to, in which the future buy-back price of the product is set in advance by the product seller, only if the customer has subscribed to a guarantee for repair and maintenance.

[0004] Patent Document 3 describes an information providing method and a product distribution system. In the technology described in Patent Document 3, when a customer terminal device views a catalog of products desired for purchase on a customer homepage, the storeless sales system calculates the difference between the selling price of the desired product and the resale value of the customer's owned items and displays the difference in the catalog. The storeless sales system also sets products as targets for a promotional buyback campaign, automatically extracts customers who own the target products, and automatically sends them an email informing them of the campaign. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Japanese Patent Application Laid-Open No. 2003-303244 [Patent Document 2] Japanese Patent Application Publication No. 2019-36063 [Patent Document 3] Japanese Patent Application Laid-Open No. 2001-312658 Summary of the Invention [Problem to be solved by the invention]

[0006] When a customer is presented with potential replacement products to purchase when replacing a product to be repaired, a special offer for the customer may be set for each potential replacement product.

[0007] The technology described in Patent Document 1 can display a replacement estimate to customers when replacement is cheaper than repair. The technology described in Patent Document 2 can manage information related to a buy-back guarantee service that is set only when a customer has signed up for a warranty. The technology described in Patent Document 3 can display the difference in price between the product desired for purchase and the product the customer owns in a catalog and automatically send information about promotional buy-back campaigns.

[0008] However, in both documents, it is not possible to know whether the repair person has performed an operation to present the customer with a replacement product for the product to be repaired.

[0009] In consideration of the above, the present invention aims to make it possible to know whether a repair person has performed a display operation to display candidate products for replacement of the product to be repaired on a terminal device. [Means for solving the problem]

[0010] The first aspect of the product presentation management system is equipped with a processor, which receives information on a presentation operation performed on a terminal device to present candidate replacement products for the product to be repaired on the screen of the terminal device, and displays that the presentation operation has been performed.

[0011] Since it displays whether or not the repair person has performed a display operation to present replacement candidate products on the screen of the terminal device, the display operation of the repair person can be managed based on this display.

[0012] In a second aspect, in the product presentation management system of the first aspect, the processor outputs an image prompting the presentation operation to the terminal device.

[0013] Since the terminal device displays a message prompting the repair person to perform the presentation operation, the repair person is more likely to perform the presentation operation.

[0014] In a third aspect, in the product presentation management system of the first or second aspect, the processor outputs repair information regarding the repair of the product to be repaired to the terminal device.

[0015] This allows not only special offer information but also repair information to be presented, allowing customers to decide whether to replace or repair their items, for example, by referring to the repair information.

[0016] In a fourth aspect, in the product presentation management system of any one of the first to third aspects, the processor outputs a read code to the terminal device for reading out a display image of the replacement candidate product on the terminal device.

[0017] By reading the read code with, for example, a customer's terminal device, it becomes possible to view a display image of a replacement candidate product on the customer's terminal device.

[0018] In the fifth aspect of the product presentation management program, a terminal device receives information that a presentation operation has been performed to present candidate products for replacement of the product to be repaired on the screen of the terminal device, and displays that the presentation operation has been performed.

[0019] Since it is displayed whether or not the repair person has performed a presentation operation to present a replacement candidate product on the screen of the terminal device, the presentation operation of the repair person can be managed based on this display.

[0020] In a sixth aspect, in the product presentation management program of the fifth aspect, an instruction to present repair information regarding repair of the product to be repaired is output to the terminal device.

[0021] By presenting not only the benefit information but also the repair information, the customer can refer to the repair information to decide whether to replace or repair the product, for example.

[0022] In a seventh aspect, in the commodity presentation management program according to the fifth or sixth aspect, a read code for reading a display image of the replacement candidate commodity is output to the terminal device.

[0023] By reading the read code with, for example, a customer's terminal device, it becomes possible to view the display image of the replacement candidate product. [Effects of the Invention]

[0024] The technology disclosed herein makes it possible to know whether a repair person has performed an operation to present a candidate product for replacement of the product to be repaired to the customer. [Brief explanation of the drawings]

[0025] [Figure 1] FIG. 1 is a configuration diagram showing a product presentation system including a product presentation management system according to the first embodiment. [Figure 2] FIG. 2 is a block diagram showing a product presentation system including the product presentation management system of the first embodiment. [Figure 3] FIG. 3 is a flowchart showing the product presentation process including the product presentation management process according to the first embodiment. [Figure 4] FIG. 4 is an explanatory diagram showing an example of a display image of a terminal device in a product presentation process including a product presentation management process according to the first embodiment. [Figure 5] FIG. 5 is an explanatory diagram showing an example of a display image of a terminal device in a product presentation process including a product presentation management process according to the first embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0026] Hereinafter, an example of an embodiment of the present application will be described in detail with reference to the drawings.

[0027] 1 shows a product presentation system 12 including a product presentation management system according to the first embodiment. The product presentation system 12 is configured by a server 40 and a terminal device 60 connected to each other so as to be able to communicate with each other via a network 14. In the example shown in FIG. 1, a plurality of terminal devices 60 can be connected to one server 40, but the number of terminal devices 60 connected to the server 40 is not limited as long as they are within a communicable range.

[0028] 2 is a block diagram showing the configurations of the server 40 and the terminal device 60. The server 40 has a processor 42, a memory 44, a storage 46, an input device 48, an output device 50, a storage medium reading device 52, and a communication device 54. These elements are connected to each other via a bus 56 so as to be able to communicate with each other. The server 40 is an example of a computer of the disclosed technology.

[0029] The storage 46 stores a product presentation program 58 for executing a product presentation process, which will be described later. The processor 42 is capable of executing various programs and controlling each element. Specifically, the processor 42 reads a program from the storage 46 and executes the program using the memory 44 as a work area. That is, the processor 42 controls each element and performs various arithmetic operations in accordance with the program stored in the storage 46.

[0030] The memory 44 can temporarily store programs and various data as a working area.

[0031] The storage 46 is, for example, a read-only memory (ROM), a hard disk drive (HDD), or a solid state drive (SSD), and stores various programs and data. These programs include not only application programs such as the product presentation program described above, but also an operating system.

[0032] The input device 48 is a device for making various inputs to the server 40. The input device 48 includes operation switches, operation buttons, etc., and may also include pointing devices such as a keyboard and a mouse used in a personal server, etc.

[0033] The output device 50 is a device for outputting various types of information from the server 40, and includes, for example, a display, an indicator lamp, a speaker, etc. A touch panel display can also be used as the output device 50, in which case the touch panel display also functions as the input device 48.

[0034] The storage medium reader 52 is a device that reads data stored in various storage media and writes data to the storage media, such as a CD (Compact Disc)-ROM, a DVD (Digital Versatile Disc)-ROM, a Blu-ray Disc, and a USB (Universal Serial Bus) memory.

[0035] The communication device 54 is an interface for communicating with other devices, and for communication, standards such as Ethernet (registered trademark) and FDDI (Fiber Distributed Data Interface) are used.

[0036] In this embodiment, the communication device 54 of the server 40 can transmit and receive various types of data by communicating with a communication device 74 of a terminal device 60 (described later). This communication may be wireless or wired.

[0037] Furthermore, storage 46 stores customer information and product group information (see FIG. 4), which will be described later. Product group information is information about one or more products that are grouped as potential replacement products. The product information also includes benefit information that is set in association with the customer information. For example, if a status that allows each customer to receive a benefit is set, a benefit corresponding to the status is set for each product.

[0038] The terminal device 60 includes a processor 62, a memory 64, a storage 66, a touch panel 68, a display 70, a camera 72, and a communication device 74. The terminal device 60 may further include a device for generating sound, such as a speaker. These elements are connected to each other via a bus 76 so as to be able to communicate with each other.

[0039] The storage 66 stores a terminal device processing program 78 for executing a product presentation process (described later) on the terminal device 60. The processor 62 is capable of executing various programs and controlling each element. Specifically, the processor 62 reads a program from the storage 66 and executes the program using the memory 64 as a work area. That is, the processor 62 controls each element and performs various arithmetic processing in accordance with the program stored in the storage 66.

[0040] The memory 64 can temporarily store programs and various data as a work area.

[0041] The storage 66 is, for example, a read-only memory (ROM), a hard disk drive (HDD), a solid state drive (SSD), etc., and stores various programs and various data. These programs include not only application programs such as the product presentation program described above, but also an operating system.

[0042] The touch panel 68 is a device for performing various inputs to the terminal device 60. The touch panel 68 includes operation switches, operation buttons, etc., and may also include a keyboard, a pointing device such as a mouse, etc.

[0043] The display 70 is a device for outputting various types of information as images from the terminal device 60. A touch panel display can also be used as the display 70, in which case the touch panel display also functions as the touch panel 68. In other words, the touch panel display serves as both the touch panel 68 and the display 70.

[0044] The camera 72 is a device that captures an image of a part of the surroundings of the terminal device 60. The data of the captured image is stored in the storage 66.

[0045] The communication device 74 is an interface for communicating with other devices, and for example, standards such as Ethernet (registered trademark) and FDDI (Fiber Distributed Data Interface) are used for communication.

[0046] Next, the operation of this embodiment and the product presentation management method will be described.

[0047] 3 shows an example of a processing flow in the server 40 when executing the product presentation process. The terminal device 60 and the server 40 cooperate with each other to execute the product presentation process. This product presentation process includes a product presentation management process. The product presentation program 58 includes a product presentation management program.

[0048] In step S102, the server 40 acquires the repair request information transmitted from the terminal device 60. In the terminal device 60, the repair request information is input, for example, via the touch panel 68. When the terminal device 60 receives input of the information on the product to be repaired and the customer information, it transmits the repair request information to the server 40 via the communication device 74.

[0049] The information on the item to be repaired can be input, for example, by a repairman visiting the customer, i.e., the owner of the item to be repaired, and inputting the product number of the item to be repaired and the state and extent of the malfunction, etc., via the touch panel 68 of the terminal device 60. Alternatively, the camera 72 of the terminal device 60 may be used to photograph a label or the like bearing the product number of the item to be repaired, so that the image can be input to the terminal device 60. In this case, the product number of the item to be repaired can be recognized in the terminal device 60 from characters or a barcode written on the label. Furthermore, if the item to be repaired is a device configured to be able to communicate with the terminal device 60 wirelessly or via a wired connection, the product number and the state and extent of the malfunction, etc., can be input to the terminal device 60 via communication with the terminal device 60.

[0050] The customer information is input, for example, by a repair person asking for individual information from the customer and inputting it via the touch panel 68. Also, if the customer has a card on which identification information is recorded, such as a so-called "customer card," the card may be photographed with the camera 72 so that the information can be input into the terminal device 60. Furthermore, if the card is a device configured to be able to communicate with the terminal device 60, the customer information may be input into the terminal device 60 by communicating with the terminal device 60.

[0051] The repair request information includes the above-mentioned information on the product to be repaired and customer information. In addition to these, information for identifying the repair person may also be included. For example, if the repair person individually uses a terminal device 60, the identification information of the repair person may be associated one-to-one with the terminal device 60. Alternatively, the repair person may input the information via the touch panel 68 or the like each time work is performed.

[0052] In step S104, the server 40 compares the customer information included in the repair request information with a customer database stored in the storage 46 or the like. For example, if the customer is an owner who meets certain conditions (referred to as a "designated owner"), information to that effect is also obtained. For example, if the customer has subscribed to a specific service, the information about the designated owner includes service subscription information. Designated owners who subscribe to this specific service are customers who can receive benefits, which will be described later.

[0053] In step S106, the server 40 generates repair-related information from the repair request information, including the part numbers of parts required to repair the product to be repaired, the man-hours required for the repair, the date on which the repair can be performed, etc. At this time, if the server 40 cannot procure the parts required for the repair, for example, the server 40 includes information to the effect that the product to be repaired cannot be repaired as part of the repair-related information.

[0054] Furthermore, the server 40 extracts one or more product groups from the data stored in the storage 46. This product group includes replacement candidate products corresponding to the product to be repaired. Furthermore, the product group may also include optional items for the replacement candidate products. There may be multiple replacement candidate products depending on price, specifications, size, etc. In other words, the product group includes at least one replacement candidate product, and may also include optional items if the replacement candidate product may include optional items, etc., related to the replacement candidate product.

[0055] In step S106, the benefit information set for the customer is extracted, specifically, the benefit information corresponding to the service subscription information is extracted.

[0056] In this embodiment, the benefit includes the price of the replacement item. This price is, for example, a price obtained by discounting a preset amount for each replacement item from the price without the benefit. Note that the type of benefit is not limited, and may include, for example, a point award rate or the number of points if some kind of points are awarded to the customer when purchasing the replacement item.

[0057] Furthermore, in step S106, replacement-related costs when the item to be repaired is replaced with a candidate replacement item and repair-related costs when the item to be repaired and continued to be used are calculated. Replacement-related costs include the cost of the candidate replacement item when the item to be repaired is replaced with the candidate replacement item, as well as the costs of removing and disposing of the item to be repaired, as well as the costs of transporting and installing the candidate replacement item. Repair-related costs include the costs of replacement parts when repairing the item to be repaired, as well as the costs of repair work. Furthermore, if running costs (including gas, electricity, water, etc.) can be calculated for both using the candidate replacement item and repairing and using the item to be repaired, these running costs may be included in the replacement-related costs and repair-related costs. Repair-related costs may also include repair cost subsidies, for example, if the customer is a designated owner.

[0058] In step S108, the server 206 generates a display image 80 (see FIG. 4) that displays the repair-related information, product group, benefit information, replacement-related costs, and repair-related costs obtained in step S106 on the display 70 of the terminal device 60. Furthermore, in step S108, a read code 82 that is associated with this display image 80 is generated. The read code 82 is generated so that, for example, by being read by the camera 72 of the terminal device 60, the display image 80 stored in the storage 46 of the server 40 can also be displayed on the display of a terminal device (such as a smartphone, tablet terminal device, or personal computer) owned by the customer.

[0059] Furthermore, in step S108, the server 40 transmits the generated display image 80 and data of the read code 82 to the terminal device 60. The data of the display image 80 and the read code 82 can be received by the communication device 74 of the terminal device 60. The process of step S108 triggers the server 40 to enter the state of step S110.

[0060] The terminal device 60, which has received the data of the display image 80 and the read code 82, temporarily stores these data in the storage 66. Then, as shown in Fig. 5, a predetermined confirmation image 84 is displayed on the display 70. Specifically, this confirmation image 84 is a screen that prompts the customer to display the display image 80 received from the server 40 on the display 70 and present it to the customer.

[0061] The confirmation image 84 is provided with an input button 86. The input button 86 is an input button for the repair worker to operate to display the display image 80 on the display 70. When the repair worker operates the input button 86, the terminal device 60 reads the display image 80 and the data of the read code 82 from the storage 66 and displays them on the display 70. The terminal device 60 then transmits a message from the communication device 74 to the server 40 that the repair worker has operated the display. Note that the presentation of the disclosed technology may include not only displaying the display image 80 on the display 70 as described above, but also emitting a sound, for example, if the terminal device 60 is equipped with a speaker. Furthermore, as an example, a text message such as "Please inform the customer of the details of the repair and recommended replacement items, etc." may be displayed.

[0062] In addition, when the display image 80 is displayed on the display 70 of the terminal device 60, for example, the repair worker and the customer can input and obtain new information regarding the repair or replacement of the item to be repaired.

[0063] In step S110, the server 40 determines whether or not a notification that a presentation operation has been performed by the repair worker has been received within a predetermined time from the terminal device 60. If the determination in step S110 is negative, that is, if it is determined that a presentation operation has not been performed by the repair worker within the predetermined time, the server 40 proceeds to step S112.

[0064] In step S112, the server 40 displays on the display 70 of the terminal device 60 that the above display operation has not been performed. Then, for each repair technician, the number of operations on the terminal device 60, in particular the number of times a presentation operation was not performed, is grasped. Then, the process returns to step S112.

[0065] On the other hand, if the determination in step S110 is affirmative, the process proceeds to step S114. Display as output device 50 To the above presentation Indicates that an operation has occurred.

[0066] In this state, a display image 80 is displayed on the display 70 of the terminal device 60. That is, it is possible to accept, for example, an operation to select a replacement candidate product from the information displayed on the display image 80. In particular, when multiple replacement candidate products are displayed, the customer can select a specific replacement candidate product from the multiple replacement candidate products. When a specific product is selected, it is possible, for example, to obtain detailed information about the selected replacement candidate product or to consider arrangements for installation work for the selected replacement candidate product.

[0067] When a new input operation such as a selection operation of a replacement candidate product is performed on the terminal device 60, the terminal device 60 transmits to the server 40 a message indicating that this input operation has been performed.

[0068] In step S116, the server 40 determines whether or not an input operation has been performed on the terminal device 60. If the determination is affirmative, in step S118, the display image displayed on the display 70 of the terminal device 60 is updated and transmitted to the terminal device 60. Then, the process proceeds to step S120. If the determination is negative in step S116, the process proceeds to step S120 without proceeding to step S118.

[0069] In step S120, it is determined whether or not a termination condition for the product presentation process is met. The termination condition is, for example, when a notification to terminate the product presentation process is received from the terminal device 60. If the determination in step S120 is positive, the product presentation process is terminated. On the other hand, if the determination in step S120 is positive, the process returns to step S116.

[0070] Thus, in this embodiment, based on information about the product to be repaired (repair-related information), the processor 42 of the server 40 presents a product group including candidate replacement products for the product to be repaired and benefit information about the candidate replacement products to the terminal device 60. The customer can see the benefit information displayed on the display 70 of the terminal device 60, which can encourage the customer to make a replacement purchase.

[0071] In addition, the benefit information for the replacement candidate product is generated by the server 40. This saves the repair staff the trouble of individually checking benefit information. In addition, it is made visible that the benefit is being applied to the customer, which reduces variations in the provision of benefit information (occurrences where benefit information is provided and where it is not provided).

[0072] The special benefit information is set for a specific owner, so that the specific owner can be more likely to purchase a new car.

[0073] In this embodiment, the processor 42 of the server 40 generates and presents repair information, which allows the customer to consider whether to repair the product to be repaired or to purchase a replacement product, based on the repair information.

[0074] Moreover, the processor 42 of the server 40 generates and presents repair information relating to the repair of the item to be repaired. In other words, the customer can be provided with information to compare the cost of replacing the item with the cost of repairing and continuing to use the item and determine which is less expensive.

[0075] In this embodiment, the processor 42 of the server 40 presents a product group. That is, one or more replacement candidate products included in the product group can be displayed together on the display 70 of the terminal device 60. When multiple replacement candidate products are included in a product group, it becomes easier for the customer to select a specific replacement candidate product from the multiple replacement candidate products. In addition, detailed information about the replacement candidate product selected by the selection operation can be presented again, making it easier for the customer to make a decision.

[0076] In this embodiment, the processor 42 of the server 40 receives information that a display operation has been performed to display the display image 80 on the display 70 of the terminal device 60. Then, the processor 42 of the server 40 notifies the user that a display operation has been performed. Display as output device 50 5 。 In this way, the display operations of the repair technician can be managed. Moreover, in step S112, the processor 42 of the server 40 keeps track of the number of instances in which the presentation operation was not performed for each repair technician. Therefore, for example, after the above series of processes are completed, the administrator can prompt the repair technician to perform the presentation operation thereafter. Furthermore, the server 40 may transmit a presentation prompting image to the terminal device 60. This presentation prompting image may include an input button 86 similar to the confirmation image 84 shown in FIG. 5 . Note that the presentation prompting image may be stored in the storage 66 of the terminal device 60, for example. In this case, the server 40 transmits an instruction to the terminal device 60 to read the presentation prompting image from the storage 66 and display it on the display 70.

[0077] In this embodiment, the processor 42 of the server 40 displays the read code 82 on the display 70 of the terminal device 60. By reading this read code 82 with a terminal device owned by the customer, the display image 80 including the item to be replaced can be viewed on the display of the terminal device owned by the customer, which increases convenience. [Explanation of symbols]

[0078] 12 Product presentation system 14 Network 40 servers 42 processors 60 Terminal Equipment 80 display images 82 Read Code 84 Confirmation Image 86 Input button

Claims

1. a server including a processor, a display, a communication device, and storage; the processor extracts a product group including candidate products for replacement of the product to be repaired from the data stored in the storage based on the information of the product to be repaired received by the communication device, and generates repair-related information including part numbers of parts required to repair the product to be repaired; transmitting the product group and the repair-related information to a terminal device; A product presentation management system that determines whether the communication device has received information that a presentation operation to present the replacement candidate product on the screen of the terminal device has been performed on the terminal device, and if it determines that the communication device has received information that the presentation operation has been performed, displays information that the presentation operation has been performed on the display.

2. The product presentation management system according to claim 1 , wherein the processor outputs an image prompting the presentation operation to the terminal device.

3. The product presentation management system according to claim 1 , wherein the processor outputs a read code to the terminal device for reading out the display image of the replacement candidate product on the terminal device.

4. A server comprising a processor, a display, a communication device, and storage, extracting a product group including candidate replacement products for the product to be repaired from the data stored in the storage based on the information on the product to be repaired received by the communication device, and generating repair-related information including part numbers of parts required to repair the product to be repaired; transmitting the product group and the repair-related information to a terminal device; A product presentation management program for executing a process that determines whether the communication device has received information that a presentation operation to present the replacement candidate product on the screen of the terminal device has been performed on the terminal device, and if it determines that the communication device has received information that the presentation operation has been performed, displays information that the presentation operation has been performed on the display.

5. 5. The product presentation management program according to claim 4, further comprising: outputting a read code for reading the display image of the replacement candidate product to the terminal device.

Images